GDIT is looking for a strong customer service representative to support our Emergency Operations Center (EOC) Watch Desk Team. The Watch Officer will support the 24/7 EOC Watch Desk for all incoming calls and email requests.
We operate three shifts: 7am-3pm, 3pm-11pm, 11pm-7am. This role is for shift B
The contractor shall track and log all incoming calls, faxes, email to EOC REPORT mailbox using established logs and the EOC call log system. The Contractor shall have core responsibility in the CDC’s EOC for answering telephone calls within two rings, triaging and recording data gleaned for all incoming calls and data transmissions from the public health community, the general public, CDC staff and government agencies from within the US and the worldwide community.
1. The Watch Officer maintains current knowledge of relevant technology as assigned.
Shall follow all of the EOC protocols, Standard Operating Procedures (SOPs), and guidance provided by the government’s Emergency Management Specialist (EMS) or Team Lead/Deputy. 2. Serve as the initial point of contact between CDC’s EOC, supported CIOs, outside agencies, health officials, and the public. 3. Liaison and coordinate with other CDC call center operations (e.g. public response hotline, clinicians information line). 4. Screen all calls and either provide the requested information, transfer the call to a technical expert or Duty Officer, or forward a message as appropriate. 5. Route important operational calls directly to other EOC staff and CDC leadership as required by EOC/CDC policies. 6. Document all calls in the operations database by type, caller, etc., record the specific action taken to satisfactorily accommodate the caller and send follow up email to SME. 7. Answers questions of callers regarding services offered by the CDC, or transfers calls to appropriate Program Subject Matter Expert staff in a timely manner, to minimize the holds and/or waiting time for callers. 8. Monitor television news broadcasts and relay important stories and developments to the Planning and Information coordinator or Duty Officer. 9. Monitor operations journal of DHHS and report significant events to the Duty Officer. 10. Becomes knowledgeable about other programs and services within the CDC, and how to refer customers and others appropriately. 11. Enter taskings in ERS
1+ years of help desk or customer service experience
High School Diploma required
Help Desk or Call Center experience
Must be within commuting distance to Atlanta
Public health or other healthcare experience preferre
Flexibility, willing to support other shifts when necessary
Attention to detail
Following Standard Operating Procedures
Strong written and verbal communication
Ability to work in high energy environment
About Our Work
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.